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Global Support & Consulting Services

Navigating the customer experience.

IFS provides a portfolio of services to deliver professional engagements to maximize the value our Customers receive from IFS solutions.

From implementations and upgrades, to support and ongoing value realization, IFS and certified partners provide a range of services to give our customers choice and control over their experience.

We offer three distinct areas of service:

  • Select and Success Lifetime Services
  • Gold and Platinum Support Services
  • Implementation and Upgrade Services
Global Support & Consulting Services

Realizing Value

Customer Quote
Many vendors start with features and functions and build a project plan around it. At IFS we realize that the initial project is just one step toward business growth, cost efficiencies and more effective business risk management, all aligned to specific and unique business strategies, therefore we must collectively plan for the long-term from day one. Our Services organization has adapted to this reality and we are committed to maximizing our customers’ success.
Stefano Mattiello Senior Vice President, IFS Consulting Services

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average years of hands-on IFS experience for an IFS consultant

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IFS experts across over 40 countries

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Successful implementations completed by IFS

Partner with IFS to Derive More Business Value: Select and Success

IFS Consulting Services

IFS Success

IFS Success™ brings our unique service offerings together into one commercial agreement so that customers can choose and combine offerings which add the most value to their business. Services such as AMS, Value Assurance and Safeguarding are all available under this subscription model. When combined, our customers also benefit from a Customer Success Manager, coordinating the services and aligning them to a long-term business improvement plan.

Learn more about IFS Success

IFS Consulting Services

Operate, optimize and improve end-user experience and business results

Application Management Services (AMS) provides streamlined efficient day-to-day operational support. It covers the full set of requirements from a triaged service desk, through operational services (technical execution, configuration, data management) through to more complex expert cases.

IFS Select™ and Success™ – Application Management Services “AMS” is a global service line, drawing on a wealth of expertise from decades of supporting customers’ operational needs.

AMS works on a case basis. Customers agree a monthly baseline set of usage for an extended period of time. IFS then provides a leading service from its 1400 strong organization with experts prioritized to assist against a formal set of SLAs.

Request an infopack on Operational Management (AMS)

Consulting Services

Leveraging Business Value from IFS Solutions

Through the IFS Select™ and Success™ frameworks, customers can benefit from advanced business outcome management. This requires deep IFS solution expertise coupled with an in-depth understanding of customers expected business goals.

Value Assurance™ is structured over a multi-year engagement to ensure your solution delivers the intended business performance outcomes and aligns to your dynamic strategic goals. Working with the customer, IFS establishes the most meaningful set of KPIs to their business and then builds an integrated KPI dashboard showing business performance in real-time. Benchmarking and continuous improvement are the key to applications unlocking business value. IFS Value Assurance™ enables customers to achieve this in a structured, predictable way.

This is a different way of working and IFS is investing heavily in its Solution Architects and the Value Engineering Framework. Our software has the capability and many customers are already maximizing this, but IFS wants ALL customers to benefit from this model and challenge their respective markets.

Request an infopack on Leveraging Business Value from IFS Solutions

IFS Consulting Services

Working with IFS Partners

The IFS ecosystem is growing rapidly and our customers today have a wealth of choice from niche local industry specialists to global System Integrators. IFS is committed to providing customers choice in how they deploy their software and our service organization is designed to support customers and partners in all scenarios.

IFS Safeguarding™ provides a structured engagement with IFS to support the delivery of partner-led or self-managed projects. This can range from a defined set of risk mitigation and project/solution expert services to co-delivery with our partners. We also offer an experts on-demand service to partners to ensure the domain experts can be available at the time of need for their deliveries.

The experience and expertise exist within IFS and our partner ecosystem to find the optimal mix for every customer, regardless of size, situation or complexity.

Learn more about IFS Safeguarding

IFS Consulting Services

IFS Select

IFS Select™ brings the best of IFS to the fore. Intrinsic value management? A hands-on approach to partnership? Joint-strategic goal setting? The top professionals in their field? IFS Select™ ties it all together with a practical and pragmatic approach to delivering service and support. Building on the components in Success, Select allows our customers to access the entire services and support portfolio on an ongoing basis.

Learn more about IFS Select™

IFS Success

IFS Success™ brings our unique service offerings together into one commercial agreement so that customers can choose and combine offerings which add the most value to their business. Services such as AMS, Value Assurance and Safeguarding are all available under this subscription model. When combined, our customers also benefit from a Customer Success Manager, coordinating the services and aligning them to a long-term business improvement plan.

IFS Consulting Services

Learn more about IFS Success

Operate, optimize and improve end-user experience and business results

Application Management Services (AMS) provides streamlined efficient day-to-day operational support. It covers the full set of requirements from a triaged service desk, through operational services (technical execution, configuration, data management) through to more complex expert cases.

IFS Select™ and Success™ – Application Management Services “AMS” is a global service line, drawing on a wealth of expertise from decades of supporting customers’ operational needs.

AMS works on a case basis. Customers agree a monthly baseline set of usage for an extended period of time. IFS then provides a leading service from its 1400 strong organization with experts prioritized to assist against a formal set of SLAs.

IFS Consulting Services

Request an infopack on Operational Management (AMS)

Leveraging Business Value from IFS Solutions

Through the IFS Select™ and Success™ frameworks, customers can benefit from advanced business outcome management. This requires deep IFS solution expertise coupled with an in-depth understanding of customers expected business goals.

Value Assurance™ is structured over a multi-year engagement to ensure your solution delivers the intended business performance outcomes and aligns to your dynamic strategic goals. Working with the customer, IFS establishes the most meaningful set of KPIs to their business and then builds an integrated KPI dashboard showing business performance in real-time. Benchmarking and continuous improvement are the key to applications unlocking business value. IFS Value Assurance™ enables customers to achieve this in a structured, predictable way.

This is a different way of working and IFS is investing heavily in its Solution Architects and the Value Engineering Framework. Our software has the capability and many customers are already maximizing this, but IFS wants ALL customers to benefit from this model and challenge their respective markets.

Consulting Services

Request an infopack on Leveraging Business Value from IFS Solutions

Working with IFS Partners

The IFS ecosystem is growing rapidly and our customers today have a wealth of choice from niche local industry specialists to global System Integrators. IFS is committed to providing customers choice in how they deploy their software and our service organization is designed to support customers and partners in all scenarios.

IFS Safeguarding™ provides a structured engagement with IFS to support the delivery of partner-led or self-managed projects. This can range from a defined set of risk mitigation and project/solution expert services to co-delivery with our partners. We also offer an experts on-demand service to partners to ensure the domain experts can be available at the time of need for their deliveries.

The experience and expertise exist within IFS and our partner ecosystem to find the optimal mix for every customer, regardless of size, situation or complexity.

IFS Consulting Services

Learn more about IFS Safeguarding

IFS Select

IFS Select™ brings the best of IFS to the fore. Intrinsic value management? A hands-on approach to partnership? Joint-strategic goal setting? The top professionals in their field? IFS Select™ ties it all together with a practical and pragmatic approach to delivering service and support. Building on the components in Success, Select allows our customers to access the entire services and support portfolio on an ongoing basis.

IFS Consulting Services

Learn more about IFS Select™

Support Your IFS Instances: Global Support Services

Click to expand

The IFS Support mission is to provide our customers with a single, easy-to-use, seamless conduit into IFS and its knowledge products and services. IFS support provides skilled functional and technical assistance for issues related to our customers’ IFS products. Our goal is to ensure that customer issues are resolved in a timely, efficient and accurate manner, leading to increased customer benefits and greater customer satisfaction.

IFS Support is dedicated to delivering the best available services globally, consisting of multiple support centers around the world to ensure rapid response  and knowledge about our customers’ local conditions.

Download the IFS Support Services Catalog

Download the IFS Support Operations Guide

Download the IFS Global Support Policy

Gold Services: Supporting and maintaining your licensed products

Gold Services is designed to keep the product up to date, provide access to next releases and resolve product related issues upon request. To maintain the solution, we assist customers by:

  • resolving errors and malfunctions in the software,
  • pro-actively making available the latest fixes, updates and versions of the licensed software,
  • providing tools, methods and best practices on how to install, configure and manage the overall IFS product landscape.

Gold Services include:

  • 24/7 critical responsiveness
  • IFS aims to REACT within 15 minutes to all cases
  • Support services
  • Maintenance

 

Platinum Services: Supporting your business critical solution beyond our licensed products

Platinum Services address business critical solution needs through 24/7 case handling, guaranteed SLAs, and Customer Care Advocacy. To support the solution, we assist customers by:

  • providing expertise to assist in restoration of service activities,
  • participation in investigation of issues affecting the wider business critical solution (e.g. customisations, reports, interfaces, data, platform, infrastructure),
  • providing guidance and advice how to overcome the root cause of the critical situation,
  • personalising a pro-active experience throughout the lifecycle.

Platinum Services includes:

  • 24/7 Support Services
    - IFS aims to REACT within 15 minutes to all cases
  • Priority Queuing
  • Service Level Agreement
    - 30 Minute Initial Response, Resolve within 4 Hours for Severity 1 Cases
    - 2 Hour Initial Response, Resolve within 16 Hours for Severity 2 Cases
  • Customer Care Advocacy
    - This service provides that IFS during normal business hours will assist the Customer with monitoring and prioritizing all open cases, schedule quarterly case reviews and provide case summary reports at a date agreed between IFS and the customer. The customer care advocacy will also provide any coordination needed to ensure on-time delivery of scheduled updates and fixes.
  • Proactive Updates
    - Proactive delivery of updates to an agreed schedule, so no need to order updates
    - Includes merging of customizations
    - Always on the latest version, preventing users from experiencing unknown errors for which fixes exist

Supplement Your Gold or Platinum Support

These services may be added to either support package:

  • Customization support
    The provision of support services for all customizations developed and approved by IFS. This includes correction of faults that prevent the customization from working as described in the specification as well as alterations of core updates and fixes to ensure that they function as designed in conjunction with the customized software.

  • Additional instance
    This service provides support services for an additional source code-controlled instance. When selecting this option, you may choose a different primary region to provide support services if needed.

  • Extended support
    This service prolongs the support period as described in the Support Policy. Licensed software will be maintained to operate in conformity with the software documentation after the original/standard support period has ended.

Peer to Peer Knowledge Exchange

The IFS Community is a public resource, available to all customers, partners, and IFS employees.

Get help

Members can search through articles and discussions for solutions to commonly asked questions. They are also able to create new topics, should they be unable to find a solution via search.

Offer advice

By helping each other and being recognized by their peers for their contributions, customers, partners, and IFS employees can move up the leaderboard ranking system, becoming Heroes.

Visit the IFS Community

The IFS Support mission is to provide our customers with a single, easy-to-use, seamless conduit into IFS and its knowledge products and services. IFS support provides skilled functional and technical assistance for issues related to our customers’ IFS products. Our goal is to ensure that customer issues are resolved in a timely, efficient and accurate manner, leading to increased customer benefits and greater customer satisfaction.

IFS Support is dedicated to delivering the best available services globally, consisting of multiple support centers around the world to ensure rapid response  and knowledge about our customers’ local conditions.

Download the IFS Support Services Catalog

Download the IFS Support Operations Guide

Download the IFS Global Support Policy

Click to expand

Gold Services: Supporting and maintaining your licensed products

Gold Services is designed to keep the product up to date, provide access to next releases and resolve product related issues upon request. To maintain the solution, we assist customers by:

  • resolving errors and malfunctions in the software,
  • pro-actively making available the latest fixes, updates and versions of the licensed software,
  • providing tools, methods and best practices on how to install, configure and manage the overall IFS product landscape.

Gold Services include:

  • 24/7 critical responsiveness
  • IFS aims to REACT within 15 minutes to all cases
  • Support services
  • Maintenance

 

Platinum Services: Supporting your business critical solution beyond our licensed products

Platinum Services address business critical solution needs through 24/7 case handling, guaranteed SLAs, and Customer Care Advocacy. To support the solution, we assist customers by:

  • providing expertise to assist in restoration of service activities,
  • participation in investigation of issues affecting the wider business critical solution (e.g. customisations, reports, interfaces, data, platform, infrastructure),
  • providing guidance and advice how to overcome the root cause of the critical situation,
  • personalising a pro-active experience throughout the lifecycle.

Platinum Services includes:

  • 24/7 Support Services
    - IFS aims to REACT within 15 minutes to all cases
  • Priority Queuing
  • Service Level Agreement
    - 30 Minute Initial Response, Resolve within 4 Hours for Severity 1 Cases
    - 2 Hour Initial Response, Resolve within 16 Hours for Severity 2 Cases
  • Customer Care Advocacy
    - This service provides that IFS during normal business hours will assist the Customer with monitoring and prioritizing all open cases, schedule quarterly case reviews and provide case summary reports at a date agreed between IFS and the customer. The customer care advocacy will also provide any coordination needed to ensure on-time delivery of scheduled updates and fixes.
  • Proactive Updates
    - Proactive delivery of updates to an agreed schedule, so no need to order updates
    - Includes merging of customizations
    - Always on the latest version, preventing users from experiencing unknown errors for which fixes exist

Supplement Your Gold or Platinum Support

These services may be added to either support package:

  • Customization support
    The provision of support services for all customizations developed and approved by IFS. This includes correction of faults that prevent the customization from working as described in the specification as well as alterations of core updates and fixes to ensure that they function as designed in conjunction with the customized software.

  • Additional instance
    This service provides support services for an additional source code-controlled instance. When selecting this option, you may choose a different primary region to provide support services if needed.

  • Extended support
    This service prolongs the support period as described in the Support Policy. Licensed software will be maintained to operate in conformity with the software documentation after the original/standard support period has ended.

Peer to Peer Knowledge Exchange

The IFS Community is a public resource, available to all customers, partners, and IFS employees.

Get help

Members can search through articles and discussions for solutions to commonly asked questions. They are also able to create new topics, should they be unable to find a solution via search.

Offer advice

By helping each other and being recognized by their peers for their contributions, customers, partners, and IFS employees can move up the leaderboard ranking system, becoming Heroes.

Visit the IFS Community

Deploy and Run IFS Faster: Implementation & Upgrading

IFS Methodologies & Tools provide unique assets to help IFS customers implement, upgrade and optimize IFS solutions.

IFS Implementation Methodology: a holistic methodology based on structured project delivery and over 30 years of delivering IFS solutions.

IFS Solution Composer: visualize IFS solutions and map customer specific end-to-end, processes, scenarios and process descriptions.

IFS Upgrade Factory: tools, methods and a centers of excellence for self-managed or partner-led upgrades.

IFS Industry Accelerators: embed your industry sector's best practices and processes from the outset to reduce implementation time and cost by by 40%.

Request the latest IFS Methodology document

IFS Consulting Services

Real people helping real people

At IFS we pride ourselves on maintaining a close customer relationship. It’s in our DNA.